Customer Success Senior Manager

Description (Industry) Senior Manager Customer Success Management (CSM) (m / f / d) :

Our Senior Managers CSMs (m / f / d) :

• Act as strategic partners to our local, regional (and global) clients.
• Are internal and external innovation agents, driving change for faster market response.
• Are well-known experts in their market segments (industry, products, channels, etc.).
• Lead a team of industry CSMs.
• Understand and work with the entire portfolio of POS-related data with key clients, including GfK's market data and consumer insights, serving as the central contact point.
• Ensure effective client training and onboarding, educating key and senior customers on relevant features and functionalities.
• Drive high adoption rates of GfK's solutions within client organizations by demonstrating ROI.
• Promote regular usage of GfK tools among senior stakeholders and develop new user bases.
• Develop fact-based answers to complex business questions and elaborate use cases demonstrating the value of GfK data.
• Deliver insightful presentations and actionable recommendations to key clients.
• Coordinate client services across countries and categories, identifying cross-sell and upsell opportunities.
• Help improve renewal rates by showcasing business outcomes and value.
• Lead, guide, and train a team of industry CSMs, ensuring high-quality client experience.
• Maintain full certification in GfK's platform offerings and manage special projects like training content creation.
• Act as an internal ambassador for the CSM role, driving its spirit within the organization.
• Stay updated on platform knowledge, providing feedback to product and operations teams.
• Collaborate with sales and other business units to identify strategic opportunities and manage client relationships.
• Coordinate internal client services nationally and internationally.
• Handle industry sector responsibilities, ensuring quality and consistency.

Additional qualifications include :

We offer an innovative work environment that embraces digital technologies, encourages entrepreneurial spirit, and values diversity and inclusion.

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